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Clarity SM vs Hornbill Systems Supportworks comparison

Broadcom and Hornbill Systems are both solutions in the IT Service Management (ITSM) category. Broadcom is ranked #27, while Hornbill Systems is ranked #40. Broadcom holds a 1.2% mindshare in ISM, compared to Hornbill Systems’s 0.6% mindshare. Additionally, 85% of Broadcom users are willing to recommend the solution, compared to 50% of Hornbill Systems users who would recommend it.
Clarity SM
Read 107 Clarity SM reviews
  • 1,038 Views
  • 789 Comparison Views
85% willing to recommend
Hornbill Systems Supportworks
Read 2 Hornbill Systems Supportworks reviews
  • 341 Views
  • 211 Comparison Views
50% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Clarity SM and Hornbill Systems Supportworks are competing in the IT service management sector. Clarity SM is recognized for its competitive pricing and effective support, while Hornbill Systems Supportworks is known for its comprehensive feature set, which is considered worth its higher cost due to robust capabilities.

Features: Clarity SM includes customizable dashboards, streamlined workflows, and efficiency enhancements. Hornbill Systems Supportworks offers advanced automation tools, extensive integration options, and flexibility for complex IT environments.

Ease of Deployment and Customer Service: Clarity SM provides a straightforward deployment process with extensive support, attractive for quick implementation. Hornbill Systems Supportworks requires a more complex setup but compensates with dedicated customer service and long-term benefits, suitable for scalability.

Pricing and ROI: Clarity SM is noted for its cost-effective setup and quick ROI, ideal for budget constraints. Hornbill Systems Supportworks, with a higher initial cost, offers potentially greater returns due to its feature set and integration capabilities, appealing to those prioritizing growth and adaptability.

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To learn more, read our detailed Clarity SM vs. Hornbill Systems Supportworks Report (Updated: September 2025).
Buyer's Guide
Clarity SM vs. Hornbill Systems Supportworks
September 2025
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Helped 868,787 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Clarity SM
Ranking in Help Desk Software
25th
Ranking in IT Service Management (ITSM)
27th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
No ranking in other categories
Hornbill Systems Supportworks
Ranking in Help Desk Software
40th
Ranking in IT Service Management (ITSM)
40th
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.2%, up from 1.2% compared to the previous year. The mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Market Share Distribution
ProductMarket Share (%)
Clarity SM1.2%
Hornbill Systems Supportworks0.6%
Other98.2%
IT Service Management (ITSM)
 

Featured Reviews

Türker Kara - PeerSpot reviewer
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
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it_user1262703 - PeerSpot reviewer
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"It is easy to tell what needs fixing and the priority of things."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
More Clarity SM pros
"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
 

Cons

"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"There are some issues regarding the knowledge base and the configuration manager."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"Ease of support and upgrades need much improvement."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The monitoring tool is in need of improvement."
"Report solutions are a little short."
"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
More Clarity SM cons
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
 

Pricing and Cost Advice

"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"I think pricing of this model is suitable for growing corporations."
"The solution is quite reasonable compared to other solutions in the market."
"The pricing is based on a subscription model."
"I don't see anyone other than large companies being able to afford this system."
"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
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Top Industries

By visitors reading reviews
Performing Arts
13%
Computer Software Company
9%
Financial Services Firm
9%
Manufacturing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business19
Midsize Enterprise15
Large Enterprise66
No data available
 

Comparisons

JIRA Service Management vs Clarity SM Logo
JIRA Service Management vs Clarity SM
Compared 48% of the time
ServiceNow vs Clarity SM Logo
ServiceNow vs Clarity SM
Compared 37% of the time
Vision Helpdesk vs Clarity SM Logo
Vision Helpdesk vs Clarity SM
Compared 14% of the time
More Clarity SM Competitors
No data available
 

Product Reports

Buyer's Guide
Clarity SM
October 2025
Clarity SM reportDownload Clarity SM product report
Buyer's Guide
IT Service Management (ITSM)
September 2025
Hornbill Systems Supportworks reportDownload Hornbill Systems Supportworks product report
 

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Supportworks
 

Overview

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Broadcom
Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.
Hornbill Systems
 

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
Aylesbury Vale District Council
Buyer's Guide
Clarity SM vs. Hornbill Systems Supportworks
September 2025
Free Report: Clarity SM vs. Hornbill Systems Supportworks
Find out what your peers are saying about Clarity SM vs. Hornbill Systems Supportworks and other solutions. Updated: September 2025.
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We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.